Call prioritization methods in a call center

ABSTRACT

According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.

The present invention relates to a call center or similar system andparticularly to improvements relating to call prioritisation methods.

A call center receives many calls relating to many products, services orother enquiries. Prioritisation and management of the incoming calls isalways a major consideration in any such system. It is also importantthat calls are routed to call agents who are best suited to answerparticular queries.

There are many known methods of prioritising calls which will be wellknown to the person skilled in the art. These include: —

-   -   prioritising calls in order of arrival;    -   prioritising calls dependent on number called for call center;    -   prioritising calls dependent on customer inputs to an        interactive voice response (IVR) system etc.

With all these types of means of prioritising the call it is oftendifficult to identify the best priority for calls as the informationavailable at the call center is to some degree quite limited. There isinsufficient “granularity” in the data being analysed to make anaccurate determination of which call is most important and/or mostlikely to result in a sale.

For example, if a call center is involved in selling products it wouldbe useful to know whether the customer is really interested in apurchase or has merely called with an enquiry.

In addition, if an incoming call is routed to an agent that knowsnothing about the product or enquiry being made, then there can bedelays for both the customer and the call center, whilst appropriatelyskilled agents are located and connected to the customer.

One object of the present invention is intended to improve the amountand value of information which is received at a call center whichenables improved prioritisation and appropriate routing of the call.

Another object of the present invention is to overcome at least some ofthe problem of call prioritisation and routing at a call center.

According to one aspect of the invention, there is preferably provided amethod of allocating calls coming into a call center from a callerlocation remote from the call center, receiving a call from a callerwhich includes information from an RFID (Radio Frequency Identification)chip located in close proximity to the caller location; decoding theinformation from the RFID chip to determine one or more parametersrelating to the information; using said one or more parameters toallocate the call from the caller at the call center to ensure calls arehandled in accordance with the parameters.

This has an advantage of much more efficient management of the of thecalls within the call center and ensures that the calls are sent to theagent with the most appropriate skill set.

Preferably the step of decoding the information comprises: —determininga plurality of message sections for each message, wherein each sectionis representative of the one or more parameters which are used toallocate the call; selecting a allocation parameter on which the call isto be allocated; reading that message section which corresponds withthat allocation parameter; and allocating and queuing the call inaccordance with the allocation parameter.

Advantageously the step of determining a plurality of message sectionspreferably includes determining more than three message sections andselecting the message sections to be representative of one or each ofthe parameters comprising: —location information; caller information;telephone information; product information; customer information; andprice information; call agent information.

The call may be received in one or more of the following forms: —voice;data; email; short message service (SMS); text; code.

The step of the caller receiving the RFID chip information may receivethe information from an RFID chip using any RFID chip reader associatedwith a device being used to make the call.

The step of connecting the call may include connecting to a call agentterminal dependent on the allocation parameters of the call whencompared with those of any other pending calls.

According to a second aspect of the present invention there ispreferably provided apparatus for allocating calls coming into a callcenter from a caller location remote from the call center, comprising:—a receiver for receiving a call from a caller which includesinformation from an RFID chip located in close proximity of the callerlocation; a decoder for decoding information from the RFID chip todetermining one or more parameters relating to the information; routingand prioritising means for routing and allocating the call in accordancewith the priority determined from the decoder.

According to an additional element of the invention there is preferablyprovided means for reprogramming an RFID chip to change the informationtherein, comprising: —a transmitter which can communicate with the RFIDchip and which transmitter can transmit a signal to the RFID chip inorder to reprogram some or all of the information therein.

According to another aspect of the present invention there is preferablyprovided a computer program embodied on a computer readable medium andcapable or being executed by a processor, the computer programcomprising computer readable program code for: allocating calls cominginto a call center from a caller location remote from the call center,by receiving a call from a caller which includes information from anRFID chip located in close proximity to the caller location; decodingthe information from the RFID chip to determine one or more parametersrelating to the information; using said one or more parameters toallocate the handling of the call from the caller at the call center.

According to another aspect of the present invention there is preferablyprovided an RFID chip programmed with information that can be read by anRFID chip reader associated with a communications device wherein whenthe communication device communicates with a call center the informationfrom the RFID chip is transmitted thereto to enable the call center toallocate the call in accordance with indications of parameters includedin the information from the RFID chip.

According to another aspect of the present invention there is preferablyprovided an RFID reader associated with a communications device which isable to read an RFID chip containing information at a location and inconjunction with the communications device transmitting said informationto a call center where the information is used to determine allocationparameters included within the information so as to allocate a call madefrom the communications device to the call center in accordancetherewith.

According to another aspect of the present invention there is preferablyprovided a method of reprogramming information on an RFID chip at aremote location comprising: —transmitting to an antenna in proximity tothe remote location updated information to be programmed into the RFIDchip using the antenna to wirelessly download the updated information tothe RFID chip; and rewriting the RFID chip with the updated information.

Reference will now be made by way of example to the accompanyingdrawings, in which: —

FIG. 1 is a block diagram showing how a caller interacts with a callcenter according to the present invention.

FIG. 2 is a representation of an example of an RFID number sequence.

FIG. 3 is a diagram showing a number of locations from which customersmay call the call center of FIG. 1.

FIG. 4 is a detailed diagram of the call center of FIG. 1 for describinghow data is processed.

FIG. 5 is a block diagram showing a second embodiment of the presentinvention.

Referring initially to FIG. 1, a customer 10 decides to call a callcenter 12 in order to buy a product 14. The product may be advertised onan advertisement 16. The customer calls the call center using a mobilephone 18. The call is connected to the call center via a network 20.

The advertisement includes a Radio Frequency Identification chip (RFIDchip) 22. The RFID chip 22 is programmed with a number sequence eachnumeral or set of numerals of which are indicative or a particularparameter. For example, referring to FIG. 2, there may be numeralsrepresenting the product on the advertisement 26; the location of theadvertisement 28 (a hoarding or on a counter selling the product, forexample); a priority indicator 30; a destination address 32 or any otherinformation which might be useful for a call center (not shown) toenable a call to be prioritised and routed to an appropriately skilledagent. The RFID chip may include some or all of the above mentionedinformation depending on what the product seller's specific requirementsare.

If the seller is not interested in knowing the location of the callerthe location numerals will be not programmed and it may be possible havea number of RFID chips with the same programmed sequence of numbers. Iflocation is important it is likely that each RFID chip will beprogrammed with a unique sequence of numbers, or that several chips areprogrammed with the same numbers if they are going to be in equivalentlocations.

The mobile telephone is equipped with an RFID chip reader 24 so that thecustomer may read the RFID chip information from the advertisement. Thereader 24 may automatically determine the destination address 32 fromthe RFID sequence of numbers so that a call can be made to the callcenter either automatically or in response to the customer. Once thecall has been made the sequence of numbers is transmitted via thenetwork to the call center. Details of how the number sequence is usedin prioritising the call will be described in greater detail below.

The mobile phone is one example of a device to which the RFID reader maybe connected and used to complete a connection with a contact center. Itwill, however, be apparent that any other communications device, e.g. aPDA, a computer or any device which is capable of transmitting a messageto the call center. The message may be transmitted wirelessly, via theinternet, via a traditional phone network, by text etc.

The RFID reader may be an integral part of the transmitter or may be an“add on” thereto.

Referring now to FIG. 3, three types of location for an RFID chip areshown where a customer might contemplate phoning (or otherwisecontacting) a contact center to make a purchase or an enquiry. The firstRFID chip 34 is located in a magazine on a bus. The second RFID chip 36is located on advertising hoarding by a bus stop. The third RFID chip 38is located within a store where purchases may be made or collected.

Three users or customers are located at each of the locations where therespective RFID chips 34, 36 and 38 are located. The locations of 34, 36and 38 would normally be in the same location if location was determinedif a normal wireless or mobile communication were made to a call center.These three locations would all seem to be the same location in theprior art systems. However, since each RFID chip is located on adifferent medium namely a magazine, a hoarding and a counter, each willhave a different identity. The identity will be indicative of thelocation on which the RFID chip is found. This may be indicated throughthe priority indicator 30 of FIG. 2 or possibly the location indicator28 of FIG. 2. Also, there could be a serial number in the RFID so adetermination can be made as to whether the call is pre or post sales.

The customer at each of the three locations decides they would want toenquire about the product being advertised. The person on the bus wantsto know the price, the person at the hoarding wants to know the locationof the shop and the person at the shop wants to know the best financedeal that they can have. The users each make a call to the call center.Since it is unlikely that a customer reading a magazine or at anadvertising hoarding is likely to be purchasing a product, the priorityindicator or location indicator of the customer at the shop has a higherpriority or location indicator than that of the other customers.Accordingly, once the call center has received the call from the threecallers, the person at location 38 will be given a higher priority thanthe people at location 36 and 34. This will mean that the person atlocation 38 will be answered quicker than the other two people.Similarly, the person at the advertising hoarding close to the shopmight have a greater likelihood of making a purchase than the personreading a magazine. Accordingly, the person closest to location 36 wouldbe given the second priority of the three callers. The person readingthe magazine will be given the third priority.

In addition details of the product, priority, location, etc. are alsoused at the call center to ensure that each call is routed to the bestavailable call agent with respect to the product being called about.This will ensure that if there an expert on a particular issue orproduct where possible calls will be routed to this expert.

Obviously the circumstances in which the RFID chips are located willgovern the determination of which location or other parameter on theRFID chip is the highest priority for call server agents to handle andthe specific agent to which the call is allocated. As would beappreciated the parameters could include price of the product, speciallocations where priorities are given, specific customers who are knownto have a high spending capability and habit, or any other possiblecriteria that a manufacturer or seller would consider important in orderto relatively prioritise the calls coming into the call center, orselect a specific call agent.

Referring now to FIG. 4. A caller 40 makes a call on say a mobile phone.Connection is made via the network port 42 to a receiver or other likedevice 44 at the call center. Information relating to the call is thenpassed to a module 46 which processes the information received fromcaller 40. After processing the call is sent via an application server50 to a call agent or supervisor 48. The call is processed by firstentering the call details into the controller 52. The controller willdecode the RFID chip information in order to determine where the callhas been made from with respect to what goods it is being made and anyother necessary information.

The controller will be able to process SMS messages, text messages ofother formats, emails, telephone messages and any other type of mediaincluding IP and traditional generated signals. The controller willdetermine the priority of the caller relative to other calls in theworkflow script and will be able to identify the call agents which havethe best skills to deal with the product or issue in question. Inrelation to this prioritisation of the call and the details of the bestagent's status the incoming call may be pushed higher up or lower downthe workflow script depending on the priority indicator, locationindicator, call agent availability or whatever it is that the callcenter is seeking to prioritise and rout calls under. This will cause anamendment to the workflow 54 which will put the incoming call in arelevant location in that workflow script and where there is a need tobe allocated to the best agent to deal with that product or issue.

Amendment of the workflow script will cause queuing 56 to be updatedsuch that the calls are routed to specific agents in a specific priorityin the normal way.

The RFID data will immediately indicate the type of agent required tohandle the call. If there is a product it will an agent familiar withand well versed in that product. If there are two posters: one for theSamaritans and one for Army Recruitment an appropriately skilled agentwould be selected by the controller.

Referring now to FIG. 5 in an additional embodiment of the invention itmay be possible to provide the RFID chips in the relevant locations tobe reprogrammable. This ability to reprogram the RFID chip would givethe opportunity for manufacturers, advertisers, call center managementetc to change the parameters or some of the parameters on an RFID chipat different times.

For example, at night time there may be an indicator to route the callto a call center which is open rather than a call center which is closedand this feature may be used to advise the locations of longest idleagents or appropriate and free agents for a specific type of enquiry.

The reprogramming of the RFID chips 34, 36, and 38 is achieved byexciting the chip with radio waves from an antenna 60 located close tothe RFID chip. The frequency of reprogramming can be increased to ashigh a rate as is permitted by the radio infrastructure. The radio wavesare transmitted to the RFID chip via a standard mobile cell aerial orantenna. Alternatively a specifically located radio wave transmitter(not shown) close to one or more RFID chips may be excited and cause theRFID chip to be reprogrammed. The reprogrammable RFID chips may bereprogrammed dependent on time of day, dependent on where the longestidle agents are at say a number of call centers or the time at whichsuch a call may be handled in the call centre or may be dependent onproduct availability and product movement. The RFID chips could also bereprogrammable after sale of a product.

It will be understood that the above description of a preferredembodiment is given by way of example only and that variousmodifications may be made by those skilled in the art without departingfrom the spirit and scope of the invention.

1. A method of allocating calls coming into a call center from a caller location remote from the call center, comprising: receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the one or more parameters.
 2. The method of claim 1, wherein the step of decoding the information comprises: determining a plurality of sections in the information, wherein each section is representative of the one or more parameters which are used to allocate the call; selecting an allocation parameter on which the call is to be allocated; reading that section which corresponds with that allocation parameter; and allocating and queuing the call in accordance with the allocation parameter.
 3. The method of claim 2 wherein the step of determining a plurality of sections includes determining more than three sections.
 4. The method of claim 2, further comprising selecting the sections to be representative of one or each of the parameters comprising: location information; caller information; telephone information; product information; customer information; price information; and call agent information.
 5. The method of claim 2, wherein the step of receiving the call comprising receiving a call in one or more of the following forms: voice; data; email; SMS; text; code.
 6. The method of claim 1 further comprising the step of the caller receiving the RFID chip information from an RFID chip using any RFID chip reader associated with a device being used to make the call.
 7. The method of claim 1 further comprising the step of connecting the call to a call agent terminal dependent on the allocation parameters of the call when compared with those of any other pending calls.
 8. Apparatus for allocating calls coming into a call center from a caller location remote from the call center, comprising: a receiver for receiving a call from a caller which includes information from an RFID chip located in close proximity of the caller location; a decoder for decoding information from the RFID chip to determine one or more parameters relating to the information; routing and prioritizing means for routing and allocating the call in accordance with the one or more parameters determined from the decoder.
 9. The apparatus of claim 8, wherein the decoder comprises: a first reader for reading the information; a parser for determining a plurality of sections, each of which is associated with an allocation parameter; a selector for selecting the allocation parameter on which the call is to be selected; a second reader for reading that section which corresponds to the selected parameter and for allocating the call in accordance therewith.
 10. The apparatus of any of claim 8, where there are at least two message sections in the information.
 11. The apparatus of claim 8, wherein the parameters include: location information; telephone information; product information; customer information; price information; agent skills information.
 12. The apparatus of claim 8, wherein the information is received in a format including one or more of: voice; data; email; SMS; text; code; Voice over IP; wireless; wired access.
 13. The apparatus of claim 8, wherein the RFID chip information is obtained by the caller using an RFID chip reader associated with a communication device.
 14. The method of claim 1, further comprising means for reprogramming an RFID chip to change the information therein, comprising: a transmitter which can communicate with the RFID chip and which transmitter can transmit a signal to the RFID chip in order to reprogram some or all of the information therein.
 15. A non-transitory tangible computer readable medium storing a computer program capable of being executed by a processor, the computer program comprising computer readable program code for causing the processor to: allocate calls coming into a call center from a caller location remote from the call center, by receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the handling of the call from the caller at the call center. 